South Texas Veterans Health Care System
Patient Information Handbook
South Texas Veterans Health Care System I would like to welcome you to the South Texas Veterans Health Care System (STVHCS). The STVHCS is comprised of two medical centers, Audie L. Murphy Division in San Antonio and Kerrville Division in Kerrville, satellite clinics in Corpus Christi, Harlingen, Laredo, McAllen, Victoria and San Antonio and community based outpatient clinics throughout South Texas. Our employees are dedicated to working toward one purpose – providing you the best possible health care. We welcome the opportunity to serve you, as you are the most important person in our medical center. We hope that this “Patient Information Handbook” will answer most of the questions you may have and help you feel more comfortable with the services provided by the STVHCS. We encourage your comments and suggestions on how we can improve the care we provide to you. Your input will help us to continue to meet our goal of providing quality health care.
Marie L. Weldon, FACHE Director
Mission The mission of the South Texas Veterans Health Care System (STVHCS) is to improve the health and quality of life of our patients providing appropriate, compassionate and quality care, to conduct education and research activities, and to support the Department of Defense.
Vision The vision of the STVHCS is to be the health system of choice for all veterans and all other eligible beneficiaries and to be recognized as a center of excellence and an employer of choice.
Values The values of the STVHCS are:
Table of Contents Admission to the Medical Center
Billing (Revenue OFFICE/MCCF)
Dedicated Acute-assessment Rapid Response Team (DARRT)
Discharge from the Medical Center
End of Life Information
Escort Service for Cognitively Impaired Veterans
Ethics Advisory Committee
What do I do if I have an Ethical Issue?
Extended Care Services
Identification Arm Bands
Medical Administration Service
Nutrition Service (Meals)
Patient Education Resource Center (PERC)
Patient Rights and Responsibilities
Police Notification Procedure
Release of Information
Spinal Cord Injury Unit
Telecommunication Device for the Deaf
VA Shuttle Service
Veterans Canteen Retail Store and Food Court
Visual Impairment Services Team (VIST)
Women Veterans Program
South Texas Veterans Health Care System Audie L. Murphy Division (ALMD) Medical Center
7400 Merton Minter Blvd. Emergency Open 24 hours San Antonio, TX 78229 Phone: (210) 617 5300
Toll free: (866) 560 6773
Kerrville Division (KD) Medical Center
3600 Memorial Blvd. Urgent Care open 24 hours Kerrville, TX 78028 Phone: (830) 896 2020
Toll Free: (866) 487 1653
Frank M. Tejeda VA Outpatient Clinic
5788 Eckhert Rd. San Antonio, TX 78240
Phone: (210) 699 2100
South Bexar Outpatient Clinic
4610 East Southcross Blvd. Suite 100 San Antonio, TX 78222
Phone: (210) 648-1491
North Central Federal Health Clinic
17440 Henderson Pass San Antonio, TX 78232
Phone: (210) 483 2900
Victoria VA Outpatient Clinic
1502 East Airline, Suite 40 Victoria, TX, 77901
Phone: (361) 582 7700
Community Based Outpatient Clinics (CBOC) Note: STVHCS Fee Services Section must assign Veterans a contract CBOC. Prior to seeking care, please call the following: CBOC care in the San Antonio Area: Call (210) 949 3453. All other CBOC care: Call (210) 949 3753. You can also call the Telecare Nurse for information about CBOCs in your area at (210) 949 3994 or from anywhere in Texas (888) 686 6350.
Frequently called Numbers or Extensions San Antonio
Main Hospital Number
(210) 617 5300 Toll free (877) 469 5300
(830) 896 2020
Telecare (Health Information 24 hours/day)
(210) 949 3994 Monday – Friday (Days)
Toll Free (888) 686 6350 Weekends, after hours & holidays
Automated Medication Refill Program
(800) 209 7377
(800) 209 7377
(830) 792 2512
(830) 792 2550
(830) 792 4444
(830) 792 2418
(830) 792 2435
(830) 792 2542
(830) 792 2461
Disabled American Veterans
(830) 792 2509
(830) 792 2514
Home Health & Extended Care (210) 617 5115
(830) 792 2645
(210) 617 5115
Paralyzed Veterans of America
Call ALMD 15275
(830) 792 2422
(830) 792 2520
Release of Information
(830) 792 2503
(830) 792 2462
Texas Veterans Commission
(830) 792 2553
(830) 792 2580
Women Veterans Program
Ask operator to page Janeth Del Toro
Patient Rights and
the right to keep and spend your
own money. You have the right to
Veterans Health Administration (VHA)
receive an accounting of VA held
is pleased you have selected us to
provide your healthcare. We want to
improve your health and well-being.
the use of medication and physical
pleasant for you as possible. As part
restraints may be used if all other
of our service to you, to other veterans
efforts to keep you or others free
and to the nation, we are committed to
from harm have not worked.
improving healthcare quality. We also
train future healthcare professionals,
clothes and keep personal items.
country in times of national
This depends on your medical
emergency. In all of these activities,
our employees will respect and
support your rights as a patient.
As an inpatient or long-term care resident, you have the right to
Respect and Nondiscrimination
social interaction, and regular
You have the right to be free from
exercise. You will have the
mental, physical, sexual and verbal
opportunity for religious worship
abuse, neglect and exploitation.
and spiritual support. You may
You will be treated with dignity,
decide whether or not to participate
compassion and respect as an
in these activities.
As an inpatient or long-term care resident you may wear your own
conduct research and support our
Treatment will respect your personal freedoms. In rare cases,
We will make your visit or stay as
You or someone you choose have
Your privacy will be protected. You
As an inpatient or long-term care resident, you have the right to
will receive care in a safe
communicate freely and privately.
environment. We will seek to honor
You may have or refuse visitors.
your personal and religious values
You have access to public
telephones. You may participate in
Your medical record will be kept
confidential. Information about you
As a long-term care resident, you
will not be released without your
can organize and take part in
consent unless authorized by law
resident groups at the facility. Your
(i.e. State public health reporting).
family also can meet with the
You have the right to information in
families of other residents.
your medical record and may
In order to provide safe treatment
request a copy of your records.
environment for all patients and
This will be provided except in rare
staff you are asked to respect other
situations where your VA physician
patients and staff and to follow the
feels the information will be harmful
facilities rules. Avoid unsafe acts
to you. In that situation, you have
that place others at risk for
the right to have this discussed
accidents or injuries. Please
with you by your provider.
immediately report any condition
You will be informed of all
you believe to be unsafe.
outcomes of care, including any
Information Disclosure and
injuries caused by your medical
care. You will be informed about
You will be given information about
how to request compensation for
the health benefits that you can
receive. The information will be
Informed consent is obtained.
provided in a way you can
Consent is obtained for recording
or filming made for purposes other
You will receive information about
than the identification, diagnosis, or
the costs of your care, if any,
treatment of the patients.
before you are treated. You are
Participation in Treatment
responsible for paying for your
portion of the costs associated with
You and any persons you choose will be involved in all decisions about your care. You will be given
information you can understand
(including over the counter and
about the benefits and risks of
herbals) and medical history. Also,
treatment. You will be given other
share any other information that
options. You can agree to or
affects your health. You should
refuse treatment. Refusing
ask questions when you don’t
treatment will not affect your rights
understand something about your
to future care but you have the
care. This will help in providing
responsibility to understand the
you the best care possible.
possible results to your health. If
You have the right to have your
you believe you cannot follow the
pain assessed and to receive
treatment plan you have a
treatment to manage your pain.
responsibility to notify the treatment
You and your treatment team will
develop a pain management plan
As an inpatient or long-term
together. You are expected to help
resident, you will be provided any
the treatment team by telling them
transportation necessary for your
if you have pain and if the
treatment is working.
You will be given, in writing, the
You have the right to choose
name and professional title of the
whether or not you will participate
provider in charge of your care. As
in any research project. Any
a partner in the healthcare process,
research will be clearly identified.
you have the right to be involved in
Potential risks of the research will
choosing your provider. You will
be identified and there will be no
be educated about your role and
pressure on you to participate.
responsibilities as a patient. This
You will be included in resolving
includes your participation in
any ethical issues about your care.
decision-making and care at the
You may consult with the Medical
end of life.
Center’s Ethics Committee and/or
Tell your provider about your
other staff knowledgeable about
current condition, medicines
health care ethics.
If you or the Medical Center
You will not be penalized or retaliated
believes that you have been
against for filing a complaint.
neglected, abused or exploited,
you will receive help. Complaint
The next time you visit your health
You are encouraged and expected
care provider, before you say, “I’m
to seek help from you treatment
team and/or patient advocate if you
Ask yourself if you feel:
have problems or complaints. You
Nervous or empty
will be given understandable
Guilty or worthless
information about the complaint
Very tired and slowed down
process available to you. You may
You don’t enjoy things the way
complain verbally or in writing,
your used to
without fear of retaliation.
Restless or irritable
Like no one loves you
protective and advocacy services.
Like life is not worth living
Contact Social Services for a list of
Or if you are:
advocacy groups available.
Sleeping more or less than usual
If you are concerned that your privacy
Eating more or less than usual
rights have been violated, you may file
Having persistent headaches,
You have a right to access
a complaint to VHA or to the Secretary
stomach aches or chronic pain
of the U.S. Department of Health and
These may be symptoms of
Human Services. To file a complaint
depression, a treatable medical illness.
with VHA you may contact your VA health care facility Privacy Officer, the
Your doctor can only treat you if
VHA Privacy Officer, or VHA via
you say how you are really feeling!
http://www.va.gov or dial 1-877-2228387. Complaints do not have to be in writing, though it is recommended.
Concerned health care providers
Pain is a very personal experience and
who are committed to pain
may be different for everyone. The
prevention and management and
health care team (doctors, nurses,
respond quickly to your reports of
pharmacists, therapists) wants to work
pain and who believe your reports
with you to manage your pain.
of pain. Remember to Use the Pain Scale
Tell your healthcare provider:
0 - no pain - 10 - worst possible pain
How much it hurts;
0 1 2 3 4 5 6 7 8
Where it hurts; How the pain feels…sharp, dull, burning, aching or tingling; When the pain started; What makes the pain better; What makes the pain worse;
Ethics Advisory Committee
Whether the pain is constant or
What are Ethical Issues?
whether it comes and goes;
Ethical issues can occur when we
How the pain affects your daily life;
express our values or morals about
Past treatments for pain.
health care. People who work in the
Pain Care Bill of Rights
health care profession notice that they
As a person with pain, you can
occur when we make important
expect the following:
decisions. We especially notice that
Pain management will be part of
they occur when we make decisions
your treatment plan;
Information about pain;
Information about different
End of Life decisions;
methods of pain relief.
Appropriate management of pain;
Dedicated pain relief specialists
Decisions to withhold and/or
who provide appropriate state of
withdraw life-sustaining treatment;
the art pain management
Decisions to accept or reject
Audie L. Murphy (210) 617-5300
treatment (drug therapy);
Kerrville Division (210) 896-2020
Chemotherapy, feeding tubes,
A Living Will allows you to tell your
Decisions about Organ/Tissue
doctor what treatments you want if you
cannot talk or make decisions. For example:
What do I do if I have an Ethical
Do you want medical staff to use heroic measures to bring you back
Discuss the issue with your physician
to life if you suddenly die?
or health care provider. Under most
circumstances, your issue can be
Do you want to be fed artificially if you are unable to eat and are
resolved by talking with your health
care team. If the problem is not
resolved to your satisfaction you can
Do you want dialysis if your kidneys stop working and you are
contact a member of the Ethics team.
chronically ill? Out of Hospital Do Not Resuscitate
It is important for you to talk with your
An Out of Hospital DNR is the same
family or significant other about health
order written by you and your doctor
care treatments you want in case you
that states that you desire to die
cannot make decisions for yourself.
naturally. Veterans usually buy a
There are several VA documents that
bracelet or necklace that they wear so
you can fill out that will help your
that Emergency Medical Services staff
doctor and health care team know
will know that they desire to die
what treatments you want if you ever
naturally and not be resuscitated. Talk
get very sick and are not able to talk or
with your VA Primary Care Provider
make sense to others.
about a Texas Out of Hospital DNR
The On-Call Ethics Team Member can
form and how to fill it out. Note: A
be contacted through the operators at:
copy of the VHA Advance Directive
Form is located at the back of the
Life-Threatening Emergency Care
In Behavioral Health and Long Term
supports the Veteran’s
Care Settings emergency care, to
right to be an organ donor. Routinely
include first aid and basic life support
you will be asked if you are an organ
(cardio-pulmonary resuscitation) will
be provided within the hospital system.
Facts about organ donation:
You will be treated immediately on the
Veterans of all ages are possible
unit to which you are assigned. If you
donors. A decision to donate does
require a higher level of care, you will
not change the high quality care
be transferred to an acute
medical/critical care unit or the Urgent
Organs and tissues that can be
Care Department at your facility or
donated are: heart, kidneys, bones,
another organization as appropriate.
intestines, ligaments, tendons, heart valves, eyes, liver, pancreas
“End of Life” Information
For information on burial benefits
All major religions approve of organ and tissue donation.
such as VA cemeteries,
headstones, burial flags,
Your family does not pay any cost if you donate organs or tissues.
transportation & reimbursement
Donating does not interfere with a
of expenses contact the VA
funeral, nor does it change the look
of the body.
Audie L. Murphy
Organ donation gives someone else a second chance at life.
(210)617-5300 ext. 15656
At the time of death, the Texas Organ Sharing Alliance decides if
(830) 896-2020 ext. 12113
organs or tissues can be used.
What to do:
All Admissions report to the
Talk to your family about being an
Admission/Outpatient Area (Room 112
organ and tissue donor.
on first floor).
On admission to the hospital, patients are asked if they are an
Discharge from the Medical
organ donor. By signing a release
of information for organ donation,
Patient Discharge Planning
you are giving permission that the
We realize that one of the first things
Texas Organ Sharing Alliance be
most people think about when they’re
contacted at the time of death.
admitted is when they get to go home.
For more information contact the
Getting you well enough to leave the
Texas Organ Sharing Alliance at
hospital is our goal too. It is important
(210) 614-7030 or the Organ Donor
for you and your family to understand
Referral Line at 1-800-275-1744.
the plans for your discharge from the hospital. The information below will
Admissions to the Hospital
help you plan for your discharge.
If you have questions or concerns
Don’t hesitate to ask if you have
anytime during your stay at the
Medical Center, ask a member of your
Preparation for Discharge
health care team. They can help you
Your doctor will tell you and your care
find just the right person to address
team a likely date for leaving the
hospital. It is possible that this date
Audie L. Murphy (ALMD)
may change depending on your
Monday - Friday 8AM - 4:30 PM
progress, test results, etc. You will be
Go to Station 6 (first floor near the
given written discharge instructions on
Urgent Care/Triage area)
the day of your departure. These
discharge instructions will include
Go to Station 1 (first floor near the
Urgent Care/Triage area) Kerrville Division Admissions:
After you go home
Medications that you are to continue or to begin taking after
Follow the instructions you were
you leave the hospital;
given by your doctor and nurse.
Special instructions on how to care
Take your medicines as you were
for yourself when you leave the
If you were given a number to call
Follow-up care, such as doctor
to make an appointment, call as
appointments or therapy.
soon as you can.
It is important that you review and understand the information on the
discharge instructions. Please ask
Rapid Response Team
questions of your doctor or nurse if
there is something that you do not
Communicating effectively with
patients and families is very important
Day of Discharge
to South Texas Veterans Health Care
Discharge time is typically 11:00
System. When families see a change
AM. We appreciate your
in the patient’s condition, for example
assistance in respecting this time
something just doesn’t seem right, the
schedule to enable your room to be
patient or family can call for the
ready for the next patient.
DARRT team. DARRT stands for
Make sure you have all of your
“Dedicated Acute-assessment Rapid
Response Team.” This is what you are
Please let your nurse know if you
need help arranging transportation.
Pick up the phone in the patient’s
Be sure to stop at the nurse’s desk
and let the staff know that you are
Call 15555 for the operator.
leaving at the time of discharge.
The patient or family will say… “I
The phone number of the Telecare
am a family member of (Mr.
nurse in case you have questions.
Jones). I need the DARRT team. I am on the (5th) floor in room 19
number (517).” (The items in
1. Home Health Care: If you need
parentheses are just examples,
skilled care in the home, the doctor
please use your family members
may write an order for the VA to
name and floor/room number).
arrange home health care. This is
Hang up the phone when finished
usually needed when you have a
speaking to the operator.
wound that you need to learn to take
This is what you can expect to
care of, need to be educated about a
new disease or have a health problem
A Registered Nurse from the ICU
than needs to be monitored. Medicare
and a Respiratory Therapist will
provides the best home care benefits
respond within 10 minutes.
for most Veterans. If you don’t have
They will be able to help the
Medicare benefits, the VA can provide
services through other funding.
They may transfer the patient to
2. Home Based Care: This is a
ICU if needed or they will assist the
program that offers clinic staff to make
patient where they are.
visits in your home. The nurse, social
South Texas Veterans Health Care
worker, rehabilitation therapist,
System seeks and respects input from
dietitian or physician can come to your
patients and family members. Thank
home. This program is for veterans
you for your assistance providing the
who have a very difficult time getting to
best care to veterans.
clinic. In addition, there is an Adult Day Health Care for veterans who need a
Extended Care Services
special team to help adjust to chronic
The VA provides many services to
illness and re-integrate into community
help veterans in the community. You
may be referred to one of the following
3. Nursing Home Care: Veterans who
programs to help you recover from the
are ready to be discharged whose
current hospital stay or prevent
care cannot be successfully carried
out at home may be referred to a nursing home. You may be referred to
one of the VA’s nursing home care
Agent Cashier, ask a staff member to
units or to a community nursing home.
contact the Agent Cashier:
4. Palliative Care: Veterans who
Audie L. Murphy extension 15999
have severe symptoms form chronic
Kerrville extension 12250
illness or those who have a terminal
Financial Transactions are made by
illness may be referred to our Palliative
obtaining a withdrawal slip from the
Care Program. Palliative care is a
Travel Clerk located at ALM Room
special kind of care that provides
113 and KD Room 146C.
support for people in the final phase of
The Agent Cashier may cash the
a terminal illness. Palliative Care
helps patients to live their last days
U.S. government checks;
with dignity and quality at home or in a
Certified checks drawn in your name;
For more information about
discharge planning call:
Postal, telegraphic or bank money
Audie L. Murphy (210) 617 5115
Kerrville (830) 792 2484
Checks and money orders must be endorsed in the presence of the Agent Cashier;
Personal checks require clearance
You are advised to keep all valuables
from the bank, which usually takes
at home. The Medical Center is not
responsible for money or other valuables that you might bring and store in your room. We ask that you
keep no more than $10 cash on hand.
Patients are prohibited
Any additional money should be
deposited with the Agent Cashier,
Monday through Friday except
holidays. If you are unable to go to the
cameras, ammunition, knives, other
weapons, lighter fluid, non-safety
Identification Arm Bands
matches, straight-edge razors and
Upon admission, you will be given an
medicine not prescribed by a health
ID wristband. Please wear your
care provider or medicine from home.
wristband at all times. Lost ID
Patients possessing any type of
wristbands should be reported to the
weapon are required to turn them over
health care team right away.
to the Medical Center Police Service located in the main lobby. Electrical
appliances are not permitted except
Please remain on the unit so the
under unusual circumstances and
health care team can find you. You
must be inspected prior to use.
may request permission to leave the unit for short periods. If you must
leave, you should notify your nurse
All medical and surgical patients are
before leaving and when you return.
expected to wear VA provided pajamas, robe and slippers or shoes.
Patients on the Transitional Care
You will be assigned a small clothing
Units, Extended Care Treatment
locker on the unit. If possible, mark
Center, and Psychiatry are permitted
your possessions with your name.
and encouraged to wear their personal
Items that do not fit into the locker
clothing unless otherwise indicated.
should be sent home or stored in the
All patients are asked to keep one set
Patients’ Clothing Room. Valuables
of clothing and footwear with them for
should be turned in for safekeeping in
discharge. Have personal items with
the Patients' Clothing Room or sent
you when you check in such as tooth
home. The hospital cannot be
brush, shaving kit, deodorant and
responsible for any valuables you
keep with you on the unit.
If you are unable to provide your own toilet articles or other necessities, contact your nurse. 22
proper precautions, germs can easily
Medications Tell your doctor about any
spread among patients, visitors and
medications you are taking.
staff. Your cooperation is essential and appreciated.
If you brought medications with
Hand Hygiene is the best way to stop
you, the admitting clerk will give the
the spread of germs. Washing hands
medications to a relative or
with soap and water and/or using
significant other so that they can be
alcohol-based hand products
taken home. All medications not
contribute to decreasing infections
taken home will be destroyed.
among patients in clinics and in
All medications will be ordered by
hospital settings. As a patient you
your doctor and given to you by a
should frequently perform hand
nurse while in the hospital.
hygiene. Family members and visitors
It is important that you are at your
should wash their hands before
bedside to receive medications.
entering and when leaving the patient During admission to the hospital,
rooms. If hands are clean (no visible
your medications might change.
dirt, grease or saliva) you are
After discharge you should take
encouraged to use the alcohol based
only those medications prescribed
hand products that are placed in the
by your doctor as part of your
hallways and patient rooms.
discharge treatment plan. Be sure to read the labels carefully. Take the medicines as directed and do not stop taking the medicine without medical advice.
Infection Control Preventing the spread of infections in the health care setting is everyone’s responsibility. This includes patients, family members and visitors. Without 23
Respiratory Etiquette Program Stop the spread of germs that make you and other sick! If you seek care in the STVHCS and have a cough, the
hospital staff will ask you to do the
Clean with alcohol based hand
Cover your mouth and nose with a tissue when you cough or sneeze;
Note: You make be asked to put on a surgical mask to protect others.
If you don’t have a tissue, cough or sneeze into your upper sleeve, not your hands;
Please let family and friends know that if they are ill they should not visit or come with you to the hospital or
Put your used tissue in the trash
clinics. If you have any questions
about the spread of germs and infections that are in the hospital, please ask your nurse or ask to speak to an Infection Control Professional.
Clean your hands after coughing or sneezing;
Wash with soap and water or;
Parking at STVHCS
At San Antonio (ALMD):
If you are admitted to the medical
Valet parking is
center, contact your nurse if you have
available at no charge (tipping is
lost something. He/she will provide
not allowed). Drive your car to the
you with instructions. If you are an
main entrance of ALMD and an
outpatient and have lost something,
employee will assist you.
check with the information window in
Also, a courtesy passenger cart is
the front lobby of ALMD or the
available in the ALMD parking lot if
operator at the KD.
you chose to park your own car. The carts pick up anyone wanting a
ride and deliver them to the main
You may receive calls
entrance and the ECTC entrance.
at your bedside phone
There is no parking space available
between 8:00 a.m. until 9:00 p.m. each
at ALMD for your automobile while
day. Patients with disabilities or
you are admitted to the hospital.
special needs should contact their
Please make arrangements for
nurse. There is no charge for local
safekeeping and storage of your
automobile off hospital grounds.
Audie L. Murphy Division
If you are admitted emergently (not
Local calls: Dial 9 + number
scheduled), the VA police will allow
one night of parking. If you need
Dial 9 + 0 + area code + number
more than one night, contact the
police at ALMD at ext. 15168.
Local calls: Dial 7 + number
At Kerrville (KD):
Long Distance: Dial 9 + your phone company
Both short term and long term parking is available at the Kerrville Division. Check with the VA police by the main elevator on first floor of KD or call ext. 12162 or 12210.
who is caring for the safety of the
minor. The patient's physician may make exceptions based on age, the patient's best interest, impact on other patients, and the safety of the minor. The South Texas Veterans Health
Intensive Care Units (ICU) and
Care System has a liberal visitation
policy in most areas. The hospital
Visiting hours allow a family member,
allows for the presence of a support
friend, or other individual to be present
individual of the patient's choice,
with the patient for emotional support
unless the individuals presence
during the course of the day.
infringes on others rights, safety, or is
Mental Health Units:
medically or therapeutically
Weekdays- 5:00 p.m. to 8:30 p.m.
contraindicated. The individual may or
Weekends and Holidays- 1:00 p.m. to
may not be the patient's surrogate
decision maker or legally authorized
Friends may visit in the dayroom or designated areas. Exceptions are
representative. The patient's physician can limit or extend the
made by the patient's physician and
visitation practice. Any limits or
noted in the patient's medical record.
extensions to visitation will be noted in
All visitors are requested to enter and
the patient's medical record.
exit the hospitals through the main
Children under the age of 18 (minors)
may visit if the patient’s nurse determines that the visit is in the best
interest of the patient and the child has
no evidence of communicable
Barber service is available
diseases. A responsible adult must
in the barbershop or by making an
accompany the minor at all times. A
appointment through the unit nurse for
responsible adult is defined as a
patients confined to their bed.
parent or person over the age of 18
ALMD barber shop is located in Room
If you have any questions about VA
038 (ground level) 7:00 a.m. - 1:00
billing activity, contact the Revenue
p.m. and 1:30 p.m. - 3:00 p.m.
Office at 210-616-8100. Office Hours
Monday – Friday.
are: 8:30 a,m. – 4:00 p.m. Monday –
KD Barber shop is located in room
005 (ground level) Tuesday and Thursday 12:30 p.m. - 3:30 p.m.
VA Shuttle Service A no charge VA shuttle runs between
Billing (Revenue Office/MCCF)
Audie L. Murphy VA Hospital and the
The mission of the VA Medical Care
Kerrville VA Hospital. Others shuttles
Cost Fund (MCCF) Program is to
run between FTOPC, Villa Serena,
maximize the recovery of funds due
and the Outpatient Clinics and Audie
VA for the provision of health care
L. Murphy Hospital. The shuttle is for
services to veterans, dependents and
patients who are receiving care.
others using the VA system.
For more information contact your
Legislation has authorized the
local VA facility.
Revenue Office to: Submit claims to and recover
payments from veterans’ third party
“Don’t Be a No Show”
health insurance carriers for
treatment of non-service-connected
are prescheduled visits.
You should make every
Recover co-payments from certain
effort to keep your
veterans for treatment of non-
However, if you must
Recover co-payments for
reschedule your appointment, please
medications from certain veterans
contact the appropriate clinic clerk to
for treatment of non-service-
request a cancellation and obtain
another appointment. When reporting for a clinic appointment we ask that
you check in no earlier than 15
minutes prior to the scheduled
appointment time. Every effort will be
made to see all patients at their
Audie L. Murphy
scheduled time; however, in some
7:00 a.m. – 7:00 p.m. Monday - Friday
cases due to unforeseen
Frank Tejeda OPC
circumstances this may not always be
7:30 a.m. – 3:45 p.m. Monday - Friday
Don’t “walk-in” to the clinic without
7:00 a.m. – 4:30 p.m. Monday - Friday
an appointment. If you have an emergency, go the nearest emergency
room. If you feel that you need to be
Lodging is available under certain
seen before your scheduled
appointment, you can call the Telecare
1. Lodgers must:
nurse or your primary care nurse for
Medically clear through Emergency
advice. Telecare nurses are available
24 hours a day at 1-888-686-6350 or
Obtain written clearance (lodging
in San Antonio call 210-949-3994.
ticket) from ALMD Present lodging ticket at the hotel
desk with ID upon check-in.
A list of VA staff members is available
2. Only patients living outside a 50-
who are fluent in a variety of
mile radius of the ALMD or KD are
languages and American Sign
eligible for lodging. Exception:
Language. Please ask your health
Patients scheduled for outpatient
care team if you or your family need
surgical or medical procedures the
the services on an interpreter.
following day may be lodged for one night when medically indicated.
3. Lodging is only prior to scheduled
Eligibility Reform Act
appointments and is usually only for
Change of address
Update Next of Kin List
Exception to the one night stays for
Release of information for your
Patients scheduled for outpatient
Eligibility Questions: contact a
surgical or medical procedures
Health Benefits Advisor.
may be lodged one night prior to
Audie L. Murphy – first floor, Station
the procedure and one night
“7” extension 15184
following the procedure.
Kerrville - first floor, Room 112
Radiation and chemotherapy
patients who meet the eligibility requirements may lodge more than
Nutrition Service (Meals)
Meals in the hospital will be
4. When a patient is in need of
ordered by your doctor and
lodging contact the following:
planned by a dietitian. The
Admitting Office on first floor,
dietitian will be available to
station “6” at ALMD
talk with your family about
Admissions area at KD
the diet ordered for you. Any friend or relative who prepares your meals will
be invited to listen to the diet
instructions. You may request a visit with the
The Medical Administration staff is available to assist you with the
dietitian by contacting your nurse.
The unit staff will tell you when and where meals will be served.
Eligibility for care
Do not keep food that will spoil or
Agent Orange Registry
attract insects at your bedside.
Store food in non-breakable
Nuclear Testing Examination
Food Preference Program
Management, Nutrition, Alcohol
Audie- 949-FOOD (3663)
and Smoking Cessation, etc); Support groups for veterans and
Patient Health Education
their families; Closed Circuit TV at ALMD with health care information; Health Education Materials available in waiting areas and from your healthcare providers.
It is your right to get the information
Patient Education Resource Center
you need to understand your health,
health problems and health care.
The PERC is a place
Please take an active part in learning
where a wide variety
about your health.
of health, wellness
Tell us what you want to learn
Ask us to help you get the care you
information is available for both the
veteran patient and their families. The
Tell us if you need special help with
entire center is dedicated to patient
hearing, seeing or understanding
health education and general
Ask us for more information on all
resources. Our goal is to provide
education classes and support
access to current health information.
Where is the PERC located?
The STVHCS offers a variety of ways
The PERC is located on the 3rd Floor,
to get Health Information so you can
D304.3A. Hours of operation are
take an active role in your healthcare
between 8:00 a.m. - 4:00 p.m.,
as a partner with your providers:
Monday – Friday except federal
Patient Health Educator at
holidays. If you cannot visit the PERC,
extension 17090 at ALMD;
call us at 210-949-9250 or toll free at
Special classes for veterans and
1-877-469-5300 ext. 19250 and we
their families (Diabetes, Weight
can mail or fax you information.
How can the PERC help you?
available will help veterans partner
Staff is available to assist you in
with healthcare providers to achieve
obtaining and answering health
their best possible health. All your
personal data will be secure and
Pamphlets are available on a wide
private in your own eVAult. And you
variety of health topics.
will be able to share your online
Online access to health
information with anyone you
designate. Today's healthcare is
Quick access to medication
really a strategic partnership between
patients and providers. My HealtheVet
is a powerful tool to help you better
understand and manage your health. It
is a powerful tool for sharing
Patients or family members are
information with your family, with your
encouraged to ask the PERC staff for
caregivers, with anyone you choose.
assistance in locating health-related
My HealtheVet puts you at the center
information. Web-based medical and
of your VA care. The My HealtheVet
drug information databases are used
(MHV) web site is located at
to provide information requested by
patients. My HealtheVet Computers
are located in the PERC.
Certain veterans are eligible for travel cost reimbursement. If you have any
My HealtheVet Web Site
questions or would like to file a claim, Beneficiary Travel is located at: Audie L. Murphy first floor by the Agent Cashier, Room X113, ext. My HealtheVet is a web-based
application designed specifically for
Kerrville first floor in Room 146C,
veterans and their families. The tools
Release of Information
tell you how to treat the problem at
The Federal Privacy Act and Freedom
home. The VA TeleCare Nurse can
of Information guidelines protect
also give you advice, information,
Information contained in VA medical
counseling and referrals to the nearest
records. If you need information
VA Medical Center or Clinic. Call the
released from your VA file, you will
VA TeleCare Nurse at the first sign of
need to complete the appropriate form.
a problem. Early treatment is a key
ALMD - Release of Information is
factor in dealing with many health care
located on the first floor, room
problems. Please be prepared to give
Q106, in the Medical
the nurse the following important
Administration Offices, extension
1. Your full name;
KD - Release of Information is
2. Your social security number;
located in main building, extension
3. Your current address;
4. Phone numbers and area code where you can be reached; 5. Your reason for calling the
Tele-Care Nurse. Call Toll Free: 1(888) 686-6350 or in San Antonio 210-949-3994
Veterans Canteen Retail Store The VA now offers telephone advice
And Food Court
services to veterans 24 hours a day,
65 days a year. Call the TeleCare
Nurse if you have symptoms,
(1st Floor Lobby Area)
questions, or need advice about any
7:00 a.m. to 4:00 p.m. Monday - Friday
health problem. If your symptoms are
Weekends & Veterans Day Hours:
not serious, you may not need an
8:00a.m. - 2:30 p.m.
appointment. The TeleCare Nurse will
Hours: 7:00 a.m. to 6:00 p.m.
the third floor, room #336. Phone
Monday through Friday
number is 830 792 2553.
Weekend Hours: 8:00 a.m. to 2:30 p.m.
Vending machines are open 24 hours
Chaplains are available
for spiritual visits
Monday through Friday
Retail Store (Basement)
and for urgent needs seven days a
Hours: 7:30 a.m. to 3:45 p.m.
week, 24 hours a day. Services of
Monday - Friday
worship are provided in the hospital
(Closed on weekends and holidays)
chapel. The times of Services are
Food Department (Basement)
announced on the Chapel Bulletin
Hours: 7:30 a.m. - 1:45 p.m. Monday
Board. Family and friends may attend
through Friday (Closed weekends)
with you. Hospital clothing is proper
Vending machines are open 24 hours
dress for all services. Although
chaplains visit the units and outpatient clinics frequently, you may see any of
People who can help you at
the chaplains in their offices or you
can request a chaplain by contacting any staff person.
Audie L. Murphy
Veteran’s Benefits Counselors and
Sunday services are televised on
Texas State Veterans Affairs
Channel 13, Protestant Worship
Counselors are available to visit with
Service at 9:45 a.m. and Mass at 11
veterans and their families: At Audie
a.m. Religious literature may be
L. Murphy the counselors visit the
obtained in the main Chapel, located
units Monday through Friday to see
on the second floor.
each new patient. You may also visit
their offices on the first floor. At
Worship services are provided in the
Kerrville, the Texas Veterans
hospital chapel located on the ground
Commission is in the main building on
level of the main building. The Chapel
1-day class from 8:00 a.m. – 3:30 p.m.
Bulletin Board maintains a current
every Tuesday in the Patient
listing of Chaplain Service activities.
Classroom in 1G at the Audie L.
Protestant Service is at 9 a.m. and
Catholic Mass at 11:00 a.m. Religious
For an appointment please call
literature may be obtained in the
Barbara Walz, RN, CDE
(210) 617-5300 ext. 16754 Diabetes classes at the STVHCS
The STVHCS Dental
Most of the outpatient clinics have
Service provides a full
diabetes classes. Please contact the
range of dental treatment to eligible
outpatient clinics for dates and times.
veterans. ALMD Dental Clinic
As your Patient Advocate, we want to
Frank Tejeda Outpatient Clinic
function as a link between you and the
(210) 699 2100 ext 13104
hospital staff. If you have a concern or
compliment, please ask to see us. We
(830) 896 2020 ext 12194
are here to assist you. Do not hesitate to express your concerns. By
identifying problem areas, you a
The diabetes education
assisting in improving patient care.
program will teach you
Your suggestions for improved care
how to balance food
and service are welcome.
with activity, how to
check your blood sugar, use a blood
Audie L. Murphy
glucose meter and help you with your
Mary C. Scott, Room L126
Patients are scheduled for individual
David Q. Ramirez, Room L127
appointments. In addition, there is a
David Caudill. Room L129
having one provider
(doctor or nurse practitioner) who
takes care of most of your health care
needs. Sometimes you need a
is part of your
specialist for complex problems. Your
Primary Care provider will arrange for
and is available to
a specialist appointment and continue
all patients. Pharmacists are available
to oversee your care.
to provide medication counseling to you and your family. Pharmacists will
provide medication information such
A variety of activities are available in
as dosage and possible side effects.
the Recreation Center (first floor at the
Audie L. Murphy Outpatient
ALMD, ground level at the KD) for
Pharmacy is open from 8:00 a.m. to
inpatients, outpatients, and families in
8:00 p.m. Monday – Friday.
an effort to maintain/increase leisure
Kerrville Outpatient Pharmacy is open
interests. Activities may include
from 8:00 a.m. - 5:30 p.m.
parties, shows, competitive games and
Monday - Friday.
movies. Check bulletin boards for
For Prescription refills use the
times of activities. Your doctor may
Automated Refill Line:
prescribe Recreation Therapy as part
1 (800) 209-7377 and follow the
of your overall treatment while
directions. You will need:
hospitalized. Recreation Therapy is
Your complete Social Security
the treatment of illnesses and
disabling conditions through the use of
Your Prescription numbers in order
therapeutic recreation activities,
to refill your medications.
leisure education and leisure
participation. These programs are
designed to increase function,
Social workers are assigned to each
enhance development and prevent
inpatient unit, to each medical team
disability. Recreation Therapy is given
within the hospital and to each
under the supervision of a Recreation
outpatient clinic and primary care
team. Social workers are highly trained to help with the following:
social, emotional, and family problems
provides services to patients in the hospital,
obtaining community resources such as meals and shelter
in clinics, as well as in the home. Respiratory
obtaining home services such a home health aides
Therapy provides a wide range of
pulmonary and respiratory testing as
If you need to contact a social worker,
well as providing oxygen and
call the Social Work office at:
breathing equipment used in the
Audie L. Murphy (210) 617-5113
home. Respiratory Therapy personnel
Kerrville (830) 792-2462
planning your care after discharge
educate patients, family members and caregivers in the most current, up-to-
Spinal Cord Injury Center
date treatments available.
The Spinal Cord Injury Center (SCIC)
For more information call:
in the Audie Murphy Division of the
ALMD Respiratory Therapy
South Texas Veterans Healthcare
(210) 617-5300 ext 14877
System is proud to serve the needs of
KD Respiratory Therapy
veterans with spinal cord injuries and
(830) 896-2020 ext 12249
dysfunction. In addition, we accept under an established sharing agreement, active duty members of the armed services who suffer or develop a spinal cord injury or
dysfunction. To access our Spinal
VIST is a program that works to help in
Cord Injury program, a referral or
the adjustment to sight loss. Some
consult is needed. After verification of
training is provided locally and some at
eligibility, and exchange of needed
a Regional Blind Rehab Center. The
medical documentation, we will
VIST office is located at 8410
arrange for transfer to our facility. We
Datapoint, Suite 200. For more
encourage family and friends to
information contact :
arrange for a visit to the facility prior to
Larry Belote at (210) 949-8927.
the transfer. This visit will include a tour of the Center. At the tour,
Telecommunication Device for
educational materials will be given to
the Deaf (TDD)
help all involved understand the issues
A telecommunications device for the
facing spinal cord injured veterans.
deaf (TDD) is an electronic device for
The SCIC provides a vast array of
text communication via a telephone
services to the veteran using an
line. A TDD is used when one or more
interdisciplinary approach to care both
of the parties have hearing or speech
in inpatient and outpatient treatment
difficulties. TDD phones are available
settings. Our staff is very dedicated to
at both the Audie L. Murphy and
serving the needs of the SCI patient
Kerrville Hospital Divisions. Please
on a continuum of care appropriate to
contact Social Work Service during
the individual’s needs. To Contact the
normal business hours or Nursing
Spinal Cord Injury Center call: (210)
Service after hours for inpatient TDD
617 5300 ext 16838.
use or for business related to inpatient care.
Visual Impairment Services
Escort Service for Cognitively
VIST provides unique
Escort service is available
for cognitively impaired
equipment to veterans who are legally
veterans at both the Audie
blind or significantly visually impaired.
L. Murphy and Kerrville Hospital
in the hospitals, clinics, Vet Centers,
Division. Inpatients are routinely
Fort Sam Houston National Cemetery,
escorted to and from appointments by
Transportation Network and
staff and or volunteers. Escort service
community-based programs to
is also available for the outpatient
enhance the services offered to
veteran who needs assistance for
veterans. To contact voluntary
scheduled appointments. Contact
Voluntary Service at Audie extension
Audie L. Murphy: (210) 617-5107 or
15107 or Kerrville at 12183 in advance
stop by the office in Building #4 (in
of the need.
front of the main hospital entrance). Kerrville: (830) 896-2020 ext 12183 Room 021A (Basement).
Women’s Veterans Programs
Voluntary Service manages a
Women Veterans Coordinators (WVC)
Volunteer Program that consists of
are located at ALMD and KD. They
volunteers and voluntarily sponsored
can provide you with information about
patient activities. Through the support
the with information about the Women
of volunteers and donations, Voluntary
Veterans Health program and assist
Service provides direct services to
with arrangements for Pap smears,
veterans. Most of the patient
mammograms, women's health
recreation activities are sponsored by
examinations, or for counseling related
an organization. Patients also benefit
to sexual trauma that occurred on
from donations of books, clothes,
active duty. At each Satellite Clinic
toiletries, stamps, cards and other
division, there is a representative for
table games. In addition, monies
the Women’s Veteran Health Program.
contributed assist with crisis situations
Audie L. Murphy
and special needs. Volunteers serve
Barbara Hector at ext. 68181 38
Know what the treatment will
Janeth Del Toro at (830) 896-2020
include and how long the treatment
and ask the operator to page her.
should last. 2. Know all your medicines.
Patient Safety- STVHCS Cares
Bring all your medicines you are
About Your Safety
taking with you including all prescribed medicines, over the
South Texas Veterans Health Care
counter medicines, vitamins, food
System is committed to providing safe
supplements, and herbal remedies.
health care for our patients and their
Tell your doctor and nurses if you
families. We believe that everyone
have any drug allergies.
plays an important role in your safety,
Your prescriptions are written by
including you. Taking an active role in
computer. Whenever a new
your health care is important in
medicine is ordered you will be
keeping you safe.
given an updated list of all your
These are steps you can take to help
you keep safe and improve your care.
It is important to bring your VA card
1. Ask questions if you have any
with you when you pick up your
doubts or concerns.
medicines. Proof of identification is
Remember, it is okay to ask
needed to make sure you receive
questions. Your health is too
the right medicine.
important to worry about being
Ask the pharmacist:
embarrassed if you don’t
What is the medicine for?
understand something you are told.
How am I suppose to take it
Write down your questions you
and for how long?
have for your doctor so that you do
What are the common side
not forget them.
effects and what do I do if they
If you think something is wrong,
speak up. You have the right to ask about your health care.
Is this medicine safe to take
If you are place in isolation while in
with over the counter medicines
the hospital, please ask your family
or dietary supplements?
or friends to follow all instructions
What food, drink, or other
posted on the room isolation sign.
activities should I stay away
4. Get results of any test or
from while taking these
Ask when and how you will get
About any directions on the
results of any test or treatments.
medicine bottles you do not
Do not think that no news is good
news. Ask your doctor or nurse for
For medicine information
sheets, pill cutters, pill boxes,
Ask what the results mean for your
and or medicine cups.
Before you receive medicines, be
5. Understand what will happen if
sure the nurse asks your name and
you need surgery.
checks your arm band.
Ask your surgeon:
3. Help prevent the spread of
What exactly will he be doing to
Remind health care givers, family
About how long it will take?
and friends to wash their hands or
What will happen after surgery?
use an alcohol based hand product
And, how can I expect to feel
before coming into contact with
after my surgery?
you. Hand washing is the most
Make sure the surgeon explains
important way to prevent the
and you understand any possible
spread of infection.
Ask providers if they washed their
Tell all the doctors and nurses any
hands before examining you.
bad reactions you had to
Discourage family or friends with
an active cough from visiting you.
Before receiving any medicines or have test done, make sure the
nurse or technician asks your
Police Notification Procedures
name and checks your name band.
Everyone is encouraged
Make sure that your doctor has
to notify the VA Police as
clearly marked the body part to be
soon as possible when they
operated on you.
are aware of an actual or
6. Know what to do after you are
suspected criminal activity, suspicious
discharged from the hospital.
activity or emergency condition (i.e.
Make sure you understand all
theft, assault, disturbance, threat, etc.)
discharge instructions and any
Audie L. Murphy the police station is
follow up appointments given to
located in the main lobby (ext. 15911)
your by your doctor and nurses.
Kerrville the police station is adjacent
Get a written copy of the
to main lobby (ext 12911).
instructions to take home with you. Review all medicines you are given
with the nurse or pharmacist
It is the policy of the South Texas
Veterans Health Care System that
The name of the medicines;
patients receive care free from the use
How much to take;
of restraint devices except when
The reason you are taking it;
necessary to protect the patient.
And how often to take them.
What are restraints?
Ask your doctor or nurse to provide
Restraints are things that prevent or
a phone number to call if you have
limit movement of any part of the body.
any questions following your
Why restraints are used?
Some medications or illnesses can
Remember, you are an important part
cause patients to be confused.
of your health care team. Patient
Restraints are used to help keep
safety is everyone’s job. Speak up
patients from hurting themselves.
about any questions or concerns you
We use restraints to help prevent:
may have about your health care.
Behavior that posses immediate
Eat a healthy diet;
risk to patient’s own safety or to
Get regular check-ups and
Removal of needed medical
Control your weight;
Prevent accidents and injuries;
Harm to wounds or bandages
Get immunizations. Immunizations
Keeping your immunizations up-to-
The STVHCS wants to tell you some
date is important to your health. We
ways to help you remain safe while
you are a patient. The risk for falls is
a yearly flu shot;
highest in your first few days in the
a pneumococcal vaccine at age 65
(or sooner if you have chronic
Call Don’t Fall.
health problems); Tetanus shot every 10 years. Screening Exams
Screening exams are done to find out if you are at risk for specific health problems. It is important to have the If your weight keeps you from doing
what you want or feeling your best
Blood Pressure Management
please ask a about our weight
reduction programs– we can help!
Every visit Cholesterol Screening
Men older than 35
There are steps you
Women older than 45
can take to stay healthy.
Anyone with a history of heart
Avoid drinking alcohol and
disease or diabetes or anyone that smokes
At least yearly
Screening exam at age 35 and
annual mammogram every year
At every visit
Pap Smear (to detect cervical
Hepatitis C Screening
Women up to age 75
Yearly with history of STDs or multiple sex partners Every 3 years after 2 normal annual exams Stop after age 75 if other exams are normal Colorectal Cancer Screenings Everyone over age 50 Colonoscopy every 10 years or FOBT (fecal occult blood test) yearly. Prostate Exam Men between 50 -75 should discuss this test with their provider As recommended Tobacco Screening Anyone who has used tobacco At every visit Alcohol Screening Everyone who has used alcohol At every visit 43
Notice: The South Texas Veterans Health Care System and all of its programs and facilities in San Antonio, Kerrville and South Texas, are pleased to announce that the quality of services provided are of the highest caliber, as expressed by the 3-year accreditation decision of the Joint Commission on Accreditation of Healthcare Organizations (JCAHO), for the period 2005-2008. “Patients and their families, patient advocates and advocacy groups, members of the community for whom services are provided and staff members are able to communicate with JCAHO by writing or calling. The public may contact the Joint Commission’s Office of Quality Monitoring to report any concerns or register complaints about a Joint Commission– accredited health care organization by either calling (800) 994-6610 or emailing [email protected]